Getting customer engagement flowing
To drive its culture of customer-centricity and predict the Service Incentive Mechanism score it would receive, United Utilities implemented the Rant & Rave Platform.
With customer sentiment captured in real time following calls into its contact center, and alerts triggered by low scores, United Utilities is able to recover detractors in the moment. By putting customer emotion first and picking up the phone to talk to unhappy customers, it is quickly solving problems and turning Ranters into Ravers, leading to more promoters in their Ofwat survey.
The proof’s in the pudding…
Seen Customer Satisfaction Score go from 4.33 to 4.49
Achieved a Customer Satisfaction Index Score of 77.3
Witnessed Service Incentive Mechanism Score improve from 4.24 to 4.49
“Upland Rant & Rave is ingrained within our organization and allows our customers to tell us exactly how they feel about us each and every day. The Platform drives employee engagement too, especially as everyone has customer feedback proudly displayed on their board.”
– Rona Rommel | Head of Customer Services | United Utilities